April Astwood
Customer Service/Case manager
Fayetteville,NC
Summary
Having collaborated with individuals across diverse social and economic backgrounds, I bring over 25 years of honed customer service and communication skills. The role of a Disaster Relief Customer Service agent not only strengthened my abilities but also equipped me with additional skills, expanding career options. In this capacity, I aided families in crisis, guiding them through the application process to secure essential funding for home retention amid the challenges posed by the Pandemic. Through active listening, empathy, and technical support, I ensured a seamless and hassle-free submission for applicants.
Having worked as a Residential Manager/Supervisor for various group homes provided valuable supervisory experience, enhancing my Customer Service and Case Management skills. Currently pursuing a degree in Information Technology, I aim for roles such as Customer Service Lead/Supervisor, Administrative Assistance, Help Desk, or Case Manager positions. The objective is to contribute to client/customer guidance and assistance, delivering exceptional service for optimal customer satisfaction. The goal is to leverage skills in a dynamic role and ideally grow within a company.
Overview
31
31
years of professional experience
Work History
Disaster Recovery Customer Service Representative/Remote
IEM, Inc, Innovative Emergency Management
01.2022 - 12.2023
- Provided frontline customer assistance for new applicants, assisted with pre-screening and application assistance utilizing HAIQ for the NCHAF (North Caroline Homeowner's Assistance Fund/COVID 19 grant).
- Provided status update and processing details utilizing HAIQ.
- Submitted requests for follow-ups and additional information if applicable utilizing smart sheets.
- Assumed the responsibility of taking on additional assigned projects with assisting the Outreach Team.
- Outbound campaigns and handling IT issues while working closely with the IT Team.
- Assisted with password resets.
- Withdrew duplicate applications or applications that are requested to be removed if assistance was no longer needed.
- Provided excellent customer service for inbound and outbound calls utilizing the 8X8 phone system.
- Communicated via Microsoft Teams to effectively solved problems and sought assistance when needed.
- Utilized Outlook to effectively communicate with Leads/Manager and other department members
- Worked remotely
- Data entry.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Family Readiness Support Assistant/Contractor
Cybermedia Technologies, Family Readiness
03.2020 - 05.2020
- Maintained and updated the required appointment memorandums for unit, Group leaders, and volunteers.
- Conducted and documented required training for new Family Readiness Group leaders/statutory volunteers and family.
- Tracked the completion of courses of Family Readiness Group leaders training and submit a monthly report.
- Tracked the completion of Additional Duty Orders of designated unit and submitted monthly reports.
- Maintained and updated family Readiness Group telephone trees.
- Maintained and updated unit Family Readiness Group Newsletter and/or social media page.
- Maintained and updated e-mail list.
- Provided an Annual Program Brief for unit service-members and family.
- Maintained the Virtual Family Readiness Group web page.
- Made available resources to Soldiers and family members from national and local community partners, military installations, Federal and state agencies, and non-Federal entities.
- Evaluated training effectiveness through participant assessments of course content.
- Provided excellent customer service.
- Completed Numerous Family Readiness Trainings in support of the Army National guard's family and volunteers.
Residential Supervisor
InCommunity
06.2017 - 11.2019
- Managed multiple homes for individuals consisted of men and women with Autism and mild to severe behavioral issues.
- Direct care and addressed individuals needs.
- Supervised a rotating staff.
- Applied necessary accommodations for Individuals.
- Conducted ISPs (Individual Service Plans)
- Prepared weekly menus for individuals while collaborating with Mainstay, Inc/My25 services.
- Managed bank and expense accounts for house and individuals.
- Utilized the Quick Mar system to record and maintain medicine passing.
- Supervised and updated staff on new policies regarding individuals' medications and updated in Quick Mar.
- Maintain all community Inclusion activity, personal data and medical records.
- Attended all Doctors appointments.
- Maintained and approved attendance request and payroll utilizing ADP system.
- Provided excellent customer service at all times.
- Prepared house for audits for accrediting purposes.
- Data entry.
- Maintained HUD Guidelines for Residential inspections.
Dispute Resolution Specialist
Vixxo
03.2015 - 09.2016
- Handled complaints and disputes for Major account (7-11).
- Provided excellent customer service to Franchisees and vendors.
- Utilized excel, microsoft word and office to complete disputes.
- Also was responsible for reporting results in a uniformed manner.
- Trained new staff and remote staff on dispute process.
- Researched billing questions.
- Communicated with 7-11 headquarters and field representatives on a daily basis.
Senior Case Manager
United Way of Connecticut
01.2005 - 01.2014
- Responsible for establishing and maintaining client eligibility.
- Effectively managed assigned caseload handled multiple tasks and adjusted to changing priorities and volume fluctuations.
- Reviewed and determined eligibility and client benefits
- Processed re-determinations/applications within the contract specified timeframes.
- Consistently met defined quality and productivity standards.
- Provided excellent customer service at all times.
- Interpreted and applied knowledge of State Childcare Subsidy Program regulations, operations and procedures and incorporated changes when applicable.
- Developed in-depth knowledge of State software Systems to better serve clients.
- Determined if clients met eligibility requirements for the program and updated the participants case information within contract specified timeframes.
- Researched, interpreted and explained federal, state and local policies governing eligibility, legal rights and responsibilities of participants ensuring compliance.
- Monitored all inbound and outbound documentation related to client case eligibility and notes trends in client questions and concerns.
- Discontinued client eligibility when it was appropriate.
- Responded to telephone inquiries from clients, providers, state agencies and employers in a timely manner or as it was defined in contract requirements.
- Assisted with walk-in activity as needed.
- Utilized state computer Systems to document phone calls, data entry of information received on application, research background regarding other benefit programs; and determined eligibility once all information was successfully gathered and entered in system.
- Trained new Case managers as instructed.
Client Service Representative / Senior Client Representative
United Way of Connecticut
01.2002 - 01.2005
- Provided excellent customer service to both new and active clients and providers.
- Interpreted and explained federal, state and local policies governing eligibility.
- Researched status of case.
- Provided information to client explaining case status.
- E-mailed case managers and supervisors regarding expediting.
- Assured clients regarding case processing deadlines.
- Trained new CSR's as instructed.
Jury Duty Administrative Clerk
State of Connecticut
01.1993 - 01.2001
- Researched, interpreted State statutes and local policies governing jury duty.
- Set up and arranged for special circumstances surrounding citizens participation.
- Provided excellent customer service at all time.
- Utilized state computer systems to document telephone interviews.
- Data entry of potential juror's information.
- Background checks (felony).
- Determined eligibility.
- Diversity courses with the State of Connecticut.
- Customer service trainings completed with the United Way of CT.
Education
Attending - Information Technology
Southern New Hampshire University
Online 05.2025
Skills
- Technical support
- Calm Under Pressure
- Microsoft Office Software Proficiency
- Relationship Building
- Microsoft Word
- Problem-Solving
- Recordkeeping
- Organization and Time Management
- Flexible and Adaptable
- Supervision and leadership
- Organization
- Team building
- Fluent in English
- Task Prioritization
- MS Office
- Data Entry
- Analytical and Critical Thinking
- Social Perceptiveness
- Self-Directed
- Research
- Technical Assistance
- Dispute Resolution
Timeline
Disaster Recovery Customer Service Representative/Remote
IEM, Inc, Innovative Emergency Management
01.2022 - 12.2023
Family Readiness Support Assistant/Contractor
Cybermedia Technologies, Family Readiness
03.2020 - 05.2020
Residential Supervisor
InCommunity
06.2017 - 11.2019
Dispute Resolution Specialist
Vixxo
03.2015 - 09.2016
Senior Case Manager
United Way of Connecticut
01.2005 - 01.2014
Client Service Representative / Senior Client Representative
United Way of Connecticut
01.2002 - 01.2005
Jury Duty Administrative Clerk
State of Connecticut
01.1993 - 01.2001
Attending - Information Technology
Southern New Hampshire University
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